Customer Service Administrator II

Customer Service Administrator

Position Summary: Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.

Duties & Responsibilities:

• Provide a solution for all callers- if answer is not known- will need to research and follow up
• Log customer data for return processing
• Answer and log customer phone calls
• Maintain pleasant & positive phone voice and attitude
• Process customer orders
• Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
• Process change requests
• Provide accurate sales rep information to customers upon request
• Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team.
• Review orders for product availability
• Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
• Coordinate with the shipping companies regarding order status and P.O.D's
• Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
• Ensure phones are covered at all times during normal working hours
• Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
• Other miscellaneous duties or special projects as assigned

Knowledge, Skills & Qualifications:

• Excellent verbal and written communication skills in both English and Spanish
• Basic excel skills
• Ability to come up with creative solutions for customers internal and external with little to no help from a supervisor
• Ability to communicate clearly and effectively- in a positive manner
• Ability to manage tasks in a high pressure environment
• Ability to multi-task in a faced-paced environment
• Knowledge of the manufacturing, sales and distribution processes

Education and Experience:

• High School diploma required; college degree preferred
• ERP experience a plus, computer skills required, working knowledge of MS Office
• Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry